Customer Success Manager

Position Description

Position: Customer Success Manager

Company: Inspiroz

Location: Philadelphia, PA (Travel Required to other US Regions)

ACS International Resources (ACS) / Inspiroz is seeking a dedicated, detail-oriented Customer Success Manager to join our team. The Customer Success Manager is a partner who provides high-level guidance and expertise to charter schools and organizations regarding their information technology (IT) and digital strategies. The primary role of the Customer Success Manager is to formulate strategic IT goals for a company, and then manage an IT strategy and budget that meets those goals. Working under the supervision of our Director of Service Delivery, you will interact regularly with our management, technical resources, and key client contacts.

If you have a deep understanding of IT services, a passion for education and technology, and proven experience in client relationship management and team leadership, take the next step in your career, and apply today!

ACS, parent of Inspiroz, has been providing IT services and consulting for 30 years with great success. Principal offerings today include providing strategic advice, IT infrastructure services, and affordable, fully staffed 24/7/365 IT support and remote monitoring services. ACS started working with schools in 2012 when KIPP Philadelphia became our first school partner. In 2016, we created Inspiroz to fully focus our work on K-12 education. Inspiroz is unique in that we focus our work on charter schools, and we understand what is needed to create and maintain an IT environment that allows teachers and leaders to drive student outcomes and operational excellence.

Inspired by our core values of: People Centered, Continuous Learning, Find a Way, Good People, A Better World, Lifelong Partners, Team Players and Ambition, we excel in serving our partners and adapting to their ever-changing technology needs.

Key Responsibilities:

•  Creating and managing a 3-year IT Roadmap for clients and conducting quarterly technical business review meetings.
• Monitoring inventory of existing computer hardware, network infrastructure and software requirements.
• Partner with clients to create IT Budgets for current and future IT investments based on the Technical Account Manager’s knowledge of IT costs, ensuring you make cost-effective choices.
• Manage and foster relationships with Client partnerships. Lead regular meetings with clients to confirm satisfaction, needs, and project status.
• Make IT Security and Risk Mitigation Recommendations by ensuring the security of the organization’s hardware and software systems have security patches and upgraded security protocols.
• Serve as a liaison between management, technical staff, and client to ensure project goals are met by all parties involved.
• Review Helpdesk ticket history to identify issues that affect productivity. Propose solutions and help client make informed decisions.
• Visit each Client quarterly.

Requirements

Candidate Qualifications:

Education: The successful candidate should have a bachelor’s degree in a technology related field or equivalent certifications.

Experience: The successful candidate should have at least 4 years of experience in a client management position.

Knowledge, Skills, and Abilities: 

The successful candidate will have:

• Knowledge of:
• IT planning and strategy in an IT roadmap.
• IT budgeting.
• Risk assessments and IT security recommendations.
• Analyzes IT tickets to help improve functionality and efficiency.
• Project Management
• ITSM Tools (ConnectWise preferred)
• Skills:
• Leadership: Helps motivate your team and encourages them to work together to achieve organizational goals. Leadership helps guide your team through complex situations and help them develop their own leadership skills.
• Strategic thinking: Ability to see the big picture and understand how your work fits into the organization’s goals. Know how to prioritize tasks and make decisions that help the client achieve its goals.
• Business acumen: Business acumen is the ability to understand the financial aspects of a business. Assist with the client’s budget and help make financial decisions that affect the client’s IT security.
• Communication: The Technical Account Manager communicates with many people, including employees, managers, clients and other stakeholders. Be able to clearly explain technical information to non-technical people and vice versa and be able to communicate complex information in an easy-to-understand way.
• Abilities:
• Ability to overcommunicate with Clients – outward and inward (listening, identifying areas for improvement): End of Week report, status updates, monthly and/or quarterly reviews.
• Ability to adapt and implement new procedures and systems effectively.
• Ability to self-motivate and work independently when required, taking initiative and ownership of tasks.
• Ability to assess own limitations, recognize when to ask for help, and effectively collaborate with others.

Benefits

What you will receive:

• A company dedicated to fostering and maintaining a positive and inclusive company culture.
• An opportunity to make a meaningful impact within the company and be recognized and rewarded for your contributions.
• A company that is committed to continuous improvement while upholding our core principles and values.
• Clear paths for career growth and advancement within the organization, with opportunities to expand your skills and take on new challenges.
• A competitive compensation package with generous benefits and bonus potential.
• Engaging and diverse technical work performed in a dynamic and fast-paced environment.
• Ongoing support for your continuous improvement and professional growth, with a focus on developing your technical expertise and skills.

Employee Benefits:

Inspiroz provides a variety of benefits to employees, including health insurance coverage, paid holidays, and paid time off.